Project Everest

Proposed Experiment

[Proposed Experiment]: Channels - Teacher Agents: Measuring Default Rates of Payment Plan Customers - Solar Malawi July 2019

Lean phase: 

 

Channels

 

Background information: 

 

Teachers are a respected and influential figure in Malawian communities, as well as being well educated, so our assumption is that they will be able to track repayments effectively as well as use their status to ensure their payment plan customers follow through with repayments.

 

A number of payment plan sales (8) were made through Teacher Agents in July 2019, therefore these customers should be completing their final payments in December 2019 which provides a good opportunity to test this assumption.

 

This experiment is a subset of the Teacher Agents experiment.

 

Assumption: 

 

Teacher Agents are able to effectively keep track and chase up repayments, thus lowering default rates of payment plan customers.

 

Time Box: N/A - this experiment requires collection of data at a certain point in time.

 

Success Metric: Percentage of Teacher Agent payment plan customers who have completed all their repayments on time.

 

Criteria:

 

Green Light: 

Continue utilising teachers as agents. Expand network of Teacher Agents.

 

Success point: 90% of customers on payment plans (through Teacher Agents) completing their repayments on time.

 

Orange Light:

Speak to Teacher Agents to find out reasons for customers defaulting (eg. customer circumstances, losing information/documents, teacher’s not actively chasing up). Remind teachers that as guarantor they are meant to make repayments in the case of customers defaulting (however do not enforce yet). Ask teachers to follow up on customers to complete repayments. Provide further training and resources to teachers as necessary to better understand how to process payments and requirements for following up on repayments.

 

Failure point: 50% of customers on payment plans (through Teacher Agents) completing their repayments on time.

 

Red Light:

Speak to Teacher Agents to find out reasons for customers defaulting (eg. customer circumstances, losing information/documents, teacher’s not actively chasing up). Remind teachers that as guarantor they are meant to make repayments in the case of customers defaulting (however do not enforce yet). Ask teachers to follow up on customers to complete repayments. If teachers are not able to collect repayments, consider the circumstances and reasons for customers defaulting and discuss with TL and SL’s about enforcing partial repayments from teacher. Investigate each Teacher Agent on a case by case basis to determine whether there is still potential as an agent or not. If there is, provide training and resources as required. If not, discontinue use of that Teacher Agent. Develop a more effective process of training, processing and tracking repayments for Teacher Agents. 



Experiment Build

  1. Find customers who bought our product through Teacher Agents who are meant to have completed all of their repayments (separating by which Teacher Agent was used)

  2. Look at CRM to check each customer’s payment status and fill out Teacher Agents: Measuring Default Rates of Payment Plan Customers Spreadsheet. (Data can be found by looking for payment plan customers with the Teacher Agent as the guarantor).

    1. If CRM is not functioning correctly, information can be found here.

  3. Calculate the success metric in the spreadsheet, as well as metrics for each individual Teacher Agent.

  4. Include a written summary of findings, in particular any trends or special considerations that need to be considered in experiment results.

Tagged users

Grace Blackford 5 months ago

Status label added: Proposed Experiment

Reply 0

lilyross 3 months ago

90% of customers on payment plans (through Teacher Agents) completing their repayments on time.
lenny face sad

Reply 0